Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

• This job is a member of the Customer Experience administration team within the Customer Experience Division.
• ​Responsible for leading a group of management and support staff responsible for but not limited to lost time, agent/clerk staffing, payroll, training and team support

• Assist with developing, processing, and managing 3-5 main schedule bids per year
• Lead and develop a team of leaders responsible for planning and executing assignments through technology such as GSRealTime
• Manage multiple software programs simultaneously to quickly analyze the operation and determine best course of action throughout the day
• Solve complex staffing situations to mitigate risks and drive results
• Lead and collaborate with Admin and Operations leaders to ensure resources are planned and applied where they are most needed
• Think strategically, develop reports, and identify opportunities to improve processes to drive performance
• Communicate procedural changes to Customer Service Managers and other team members
• Ensures compliance and accountability follow through and support as an escalation point
• Guide the development of Customer Service Managers
• Identify trends and team member developmental opportunities; design and implement methods to increase/improve performance
• Assist with Customer Service Manager interviews and selections
• Solicit ideas and/or feedback from team members and accept accountability for follow-through
• Foster positive relationships, drive engagement, and collaboration between allocators and frontline, as well as across departments
• Conduct grievance hearings and serve as a grievance hearing officer as necessary

Minimum Qualifications- Education & Prior Job Experience

• ​Bachelor’s Degree in related field or equivalent experience and/or training
• 2 years of airport operational background with experience in assessing manpower needs, administering bids, with a good understanding of staffing models

Preferred Qualifications- Education & Prior Job Experience

• N/A

Skills, Licenses & Certifications

• Ability to lead and motivate employees and work closely with both the Hub/Gateway and the union leadership teams
• Ability to have exceptional organization and planning skills, with attention to detail
• Ability to identify opportunities for improvement as well as proven success implementing strategic initiatives under time constraints
• Ability to digest complex fact scenarios and develop compelling business cases to support your position
• Knowledge of presentation and communication skills - direct and persuasive as well as diplomatic
• Ability to have outstanding leadership and interpersonal skills
• Knowledge in Microsoft Excel, Outlook, PowerPoint and Word
• Self motivated and detail oriented team player
• Excellent interpersonal skills
• Ability to perform in a fast paced environment while maintaining a professional and effective approach in stressful situations

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.